FAQ

Why is this necessary?

All software is vulnerable and websites have become a sought after target. Our Care Plans focus on preventing these attacks by keeping your software up-to-date, installing a firewall, and taking daily backups of your website.

Additionally, we also want to offer you the flexibility to update the content on your website. With our Manage & Master plans, we even give you a monthly strategy call to identify areas of opportunity to help you continue to grow!

Does the monthly support time rollover?

Like a lawyer’s retainer, the monthly time is there for you every month to reserve your place in our queue and resources, therefore it does not rollover for Maintain and Manage plans. You can take comfort in the fact that what you will request within that 30/60 minutes of time (depending on your plan) will be addressed by our team with immediate attention.

What happens if my website goes down, is hacked, etc?

The whole purpose of our client plans is preventative care, so we hope to prevent anything from happening. However, in the case your website gets rolled into the ER on a stretcher, we will be there right by it’s side communicating with the web hosting on your behalf. We cannot promise your website will not be hacked but can promise we will do everything in our power to prevent it, as well as assist in the restoration and cleanup of the website with one of our backups.

What tasks are included in the dedicated support time?

Glad you asked! Content update requests and small design improvements are the most common requests, however anything that can fit into your monthly support time is free game. We just ask you to be aware that requests for new features to your website will likely result in a formal quote as those commonly go over the monthly dedicated time.

How do consulting calls work?

Email is our best form of communication since it yields the fastest response. However, we know brainstorming works best on the phone, in person, or on a video call. These consulting calls are reserved for our Web Manage and Web Master clients. They help focus a trajectory of the website for growth and improvements. Many times clients use this time to online screen-share small updates or training.

What if I need more hours?

If you have a task that requires more than your dedicated monthly time, we will submit a quote for you to approve separately from your plan However, many times we will evaluate requests that exceed your time on a case by case basis, and with approval, work past the time and bill for time exceeded at our current support rate of $50/hr.

Can I really cancel anytime?

Absolutely. We are all about a relationship with you and your website, so we would hate to see you go but we know financial needs weigh on many decisions and don’t want to lock anyone in. Request a cancellation via email to kegan@blackfrogdesigns.com and we will immediately stop the next payment.

My website was not built by Black Frog Designs, can I still be a client?

Although these plans are for sites we build or re-design, we welcome clients who are looking for a long term relationship with a dedicated webmaster.

We first like to do a Website Evaluation to become familiar with the website, how it was built, and any potential issues that can arise. With the evaluation we will perform all the “Website Updates and Monitoring” tasks and make a full backup. Most importantly we will make a list of issues to fix and suggestions for improvement needed in order to proceed with the website on a monthly plan. Based on your type of website, this Website Evaluation starts at a fixed 4-hour fee.

Can't I update my WordPress website myself?

Absolutely…but there is more to that story. Keeping the site up-to-date, backed up, and secure from outside threats can be time consuming and a little tedious. We believe your time is best spent doing what you do best to grow your business. And as the technology continues to evolve, we will make sure to stay up-to-date on best practices so you do not need to!

Lastly, we’ve experienced an update that broke a website’s functionality and needed to be fixed immediately. With a Care Plan in place, there is no additional charges to fix the site after a faulty update breaks your site.

This feels like another just another fee to our business...is it?

I understand this sentiment 100%. I am running a small business just like you and understand additional costs & fees are unattractive. However, with the software and threats continuing to evolve in my industry, it is my duty to provide you with proper care and knowledge to make sure your business asset remains safe. Furthermore, we believe we are offering so much value that we offer you the ability to cancel your plan at anytime.